Product Support Lifecycle Policy
|Features||General Support Years 1-3||Extended Support Years 4-5||Self-Support Years 1-10|
|Premium Service offerings||Yes||No||No|
|Primary and Dedicated Support Engineers||Yes||Yes||No|
|Critical Security Updates||Yes||Yes||No|
|Installation and Configuration Support||Yes||Yes||No|
|Access to Patches and Fixes||Yes||Yes||Yes|
|Access to the Knowledgebase||Yes||Yes||Yes|
|Access to Support Forums||Yes||Yes||Yes|
|Access to Documentation||Yes||Yes||Yes|
We will provide a minimum of three years General Support for our products, including revisions, starting with the date of the product's general availability. When General Support ends, we may offer Extended Support for an additional two years. Self-support is offered for ten years from the date of a product's general availability. Many of our support options require current maintenance. For more information on support programs and options, see Premium Service.
During the General Support phase, we will make available to maintenance customers software defect resolution in the form of service packs, patches, or hotfixes. Defects are evaluated and prioritized to ensure the most critical issues are remedied. Customers may also request new or enhanced product features during the General Support phase.
For more information on the phases of the Product Support Lifecycle, see the Product Support Lifecycle FAQ.